Associate Customer Service Technica...

Wolters Kluwer is seeking a motivated Associate Customer Service Technical Specialist in St. Cloud, MN, to provide essential support for their Consumer Compliance software products. This hybrid role involves assisting customers through various channels including phone, email, chat, and web ticketing. You will be responsible for resolving customer inquiries, educating users on product features and best practices, and configuring software solutions within customer networks. This position requires a proactive approach to problem-solving, excellent communication skills, and a strong understanding of technical concepts related to software applications and databases.

Key responsibilities include:

• Handling first-level customer inquiries across multiple service channels.
• Diagnosing and resolving customer issues, differentiating between user error, application design, and application deficiencies.
• Applying customer service policies and procedures.
• Educating customers on product functionalities and services.
• Accurately documenting customer interactions in Salesforce.
• Participating in team meetings and contributing to problem-solving efforts.
• Thriving in a fast-paced, dynamic, and self-managing work environment.
• Developing a deep understanding of key business drivers, company processes, and customer needs.
• Performing database administration tasks with MS SQL Server, including SQL scripting, job management, maintenance plans, stored procedures, and troubleshooting.
• Managing data import and export across various file formats.
• Utilizing SaaS-based monitoring tools such as Splunk and Datadog for troubleshooting.
• Leveraging web development experience in ASP.NET, AJAX, JSON, Web Services (ASMX, WSDL), HTML/DHTML, and CSS.
• Working with XML, MSLT, XSD, and SOAP.
• Supporting Wolters Kluwer Compliance Solutions (WKCS) digital products, understanding their operational aspects and industry context.
• Maintaining up-to-date knowledge of industry technologies and their interaction with WKCS software.
• Utilizing internal documentation and record-keeping tools effectively.
• Analyzing and documenting customer issues to facilitate first-contact resolution.
• Collaborating with team members on complex technical challenges.
• Communicating technical and application issues clearly in writing.
• Engaging in continuous learning to stay abreast of evolving technologies and products.
• Developing a strong understanding of financial institution banking and business processes.
• Understanding Software Development Lifecycle (SDLC) approaches used by Wolters Kluwer Compliance Solutions.
• Completing special projects as assigned.
• Being available for 24x7 pager coverage for specific products.
• Maintaining regular attendance.